- BT Group expands use of Verint AI bots to enhance customer and employee experience.
- Initial success prompts tenfold increase in bot deployment from 450 to 4,500 agents.
- Verint (VRNT, Financial) supports BT's growth in sales contact centers with AI solutions.
BT Group, a leading telecommunications provider in the U.K., is significantly expanding its deployment of AI-powered solutions from Verint® (VRNT) to improve customer and employee interactions in its sales contact centers. Initially, BT Group deployed the Verint Coaching Bot, Wrap Up Bot, and CX/EX Scoring Bot to assist 450 agents. The success of this initiative has led to a tenfold increase, now involving 4,500 agents across its operations.
The implementation of these AI tools has proven beneficial for BT Group, resulting in enhanced cross-sell and upsell opportunities and a decrease in customer churn. The bots provide real-time assistance to agents, improving both onboarding processes and overall service delivery.
"BT Group's initial deployment of Verint bots delivered to expectation, with real-time agent assistance for our agents and our customers," stated Anth Cass, BT Group’s Director of Sales Contact Centres for EE, BT, and PlusNet.
Verint, recognized for its leadership in Customer Experience (CX) Automation, continues to support BT's efforts in providing exceptional customer and employee experiences. BT Group serves over 25 million customers across the U.K., reinforcing its commitment to reliable and innovative contact center services through AI-powered solutions.
For more information on Verint's offerings and their application in enhancing CX automation, visit Verint.com.
